Constructing Messages Saying No to Emotionally Involved Receivers Is a Challenging

question 72

Multiple Choice

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

• A)Use the refusal-before-reason pattern to present the information artfully.
• B)Place blame where blame is due, including on the customer if he or she is responsible.
• C)Avoid offering resale information because it may weaken customer confidence.
• D)Use neutral, objective language to explain the reason the claim is refused.

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Definitions:

Business Event

An occurrence or activity organized by a company or organization, usually with a specific purpose related to its operations, networking, or marketing.

ERP

Enterprise Resource Planning, a type of software used by organizations to manage and integrate important parts of their businesses.

Functional Areas

distinct departments or groups within an organization, each focusing on a specific aspect of the organization's operations, such as marketing, finance, or HR.

Information Flow

Information Flow is the movement or exchange of data within a network or system, illustrating how information is shared or transmitted from one part of a system to another.